Optimize back office tolling operations.
The Washington State Department of Transportation’s experience with planning for tolling implementation.
- Avoid toll and violation processing errors. Avoiding errors, especially those relating to user payments, is of crucial importance since such errors might induce negative reactions, which could be relayed and amplified by the media. Implementing multiple validations for selected sensitive operations is one way to minimize these errors.
- Ensure there is a strong audit function in the toll collection process. Toll collection requires that strong cross checks, using automatic vehicle classification technology, revenue reports, and audit trails are in place to ensure that internal fraud is deterred and identified. Additionally, as customer account balances constantly fluctuate in real time there is a further need for strong accounting practices.
- Address key elements that are conducive to efficient back office processes; including:
- Accuracy of license plate recognition and image validation subsystems.
- Minimizing customer service center staff time through emphasis on self-service techniques, such as online account access and interactive voice response.
- Integration of non-automated customer service channels for inbound communications (faxes, e-mails, voice -recorded messages) with the automated portion. This requires connectors, which are software modules parsing the events from non-automated channels and generating input necessary for activating back office interventions.
- Efficient use of technology to reduce the costs of communicating with customers (e.g., voice mails with text-to-speech technology).
- Integration of a centralized workflow management tool that monitors and maximizes the efficiency of operational activities at both an individual and departmental level.
- Coordinate with adjacent toll authorities to allow for easier transaction reconciliation. In order to provide a more seamless customer experience, neighboring toll authorities frequently work together to interface their systems to accept transponder transactions from each other’s customers, and to reconcile these transactions behind the scenes via a financial clearinghouse.
Author: Jeffrey Buxbaum
Published By: Cambridge Systematics
Source Date: September, 2006URL: http://www.wstc.wa.gov/Tolling/FR1_WS_TollStudy_Vol2_Paper08.pdf
Volpe National Transportation Systems Center
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